Customer Contact Product Manager

Oodle Finance; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A financial services company is seeking a Contact Centre Product Manager to enhance customer interactions via the Connex platform. This role involves strategizing, prioritizing features based on customer insights, and collaborating with teams to ensure effective implementation. Candidates should have 3-5 years of product management experience, especially in finance or contact centres, and strong communication skills. The position offers a hybrid working model based in London or Manchester, combining remote and in-office work.

Benefits

25 days holiday (rising to 28 after 3 years)

Private Medical

Health cash plan

Pension contribution

Life Assurance

Free breakfast and drinks

Employee discounts

Volunteer day

Mental health care

Enhanced family leave

Qualifications

• 3-5 years product management experience, preferably in finance, automotive, or contact centre.
• Experience running agile product teams.
• Excellent written and verbal communication skills.

Responsibilities

• Take ownership of the Connex contact platform.
• Develop strategy aligned with business objectives.
• Collect customer insights to prioritize features and run discovery on new features.

Skills

Product management experience

Agile methodology

Prioritisation skills

Strong communication

Problem solving

Interpersonal skills

Value-focused approach

Comfortable with ambiguity

Job description

⏰ Monday – Friday (37.5 hours per week - hybrid)

Benefits

• 🌏 25 days holiday (rising to 28 after 3 years’ service) plus bank holidays
• 🤒 Private Medical – via vitality, with reward schemes paid for you and your family
• 🤒 Health cash plan – via Simply Health for employee's and children claiming money back for dental, optical, etc
• 👍 Pension – Oodle will contribute 5% of your salary into your pension pot
• 🪙 Life Assurance – 4 x annual salary – benefit funded by Oodle
• 🥝 Free breakfast, drinks and fruit in the office – cereals, toast, fizzy drinks and lots of fruit
• 🤟 Employee discounts – discounts you can access anywhere, anytime for all major shops
• 👌 1 day volunteer day per year – opportunity to give back to the community each year
• ⭐ Mental health care – 6 free counselling sessions via our EAP (Employee Assistance Programme)
• 🤧 Paid sick leave – enhanced company sick pay
• 👨 Enhanced family leave – we provide enhanced family leave for primary and secondary caregivers

🚗Oodle – who are we? 🚗

Our mission is to empower our customers by delivering simple experiences, straightforward lending products, and compassionate support, from application to final payment – and beyond.

Upgrading. Growing a family. Fresh starts. Big moves. Bumps in the road. We finance cars, but more importantly we finance people. Since 2016, we’ve supported tens of thousands of customers on their car buying journey.

As an employer, your career is important to us. We’re committed to creating an environment where you can thrive as yourself. We celebrate diversity and inclusion, actively working to make sure every team member feels supported on their journey with us. Our Talent Development team is here to support your growth, providing opportunities for learning, development, and career progression.

The Role

We’re looking for a Contact Centre Product Manager to take ownership of Connex, our customer contact platform that underpins every customer interaction. This role will ensure that our agents have the right tools to support our customers effectively, efficiently and in line with FCA regulations. You’ll work closely with operational teams and balance strategic work with hands‑on delivery.

• Working closely with the Senior Product Manager to develop the short‑ and medium‑term strategy for your area, aligned with business objectives.
• Collecting customer insights and working with stakeholders to own and prioritise a backlog, identifying the most valuable features to work on next with demonstrable justification.
• Running discovery on new features and acting as product owner with the engineering team to get them designed, refined and delivered. Monitoring outcomes and identifying opportunities to iterate and improve.
• Engaging with legal and compliance teams to ensure our changes meet regulatory requirements and deliver great outcomes for customers.

About you

• 3‑5 years product management experience (or equivalent): you’re not in your first product role and you’re keen to grow by learning from an experienced team. Experience in finance, automotive or a contact centre environment would be a strong advantage.
• Experience running agile product teams: you know your stand‑ups from your retros and how to deliver results.
• Ruthless prioritisation skills: you know how to decide what to do next and aren’t afraid to make tough decisions. You understand trade‑offs between competing priorities and manage a backlog strategically.
• Strong communicator: excellent written and verbal communication. You are equally happy talking tickets with engineers, customer problems with the Ops team or reporting upwards to senior stakeholders.
• Problem solving and analytical skills: you can quickly understand new problems, identify key drivers behind specific outcomes and find a simple path through complexity. You are data‑driven and understand the importance of key metrics.
• Interpersonal skills: you are humble, quickly build trust and personal relationships within and outside your team. You know when to seek consensus or Escalate depending on the situation.
• Pragmatic and value‑focused: you prioritise delivering meaningful outcomes over following a perfect process. You help the team improve how we work over time while keeping delivery moving.
• Comfortable with ambiguity: you can take problems that aren’t fully defined and work with others to shape them into clear, actionable work.

This role is based in our offices in London or Manchester. We are working flexibly, combining in‑person workshops and design sessions with remote work. Occasional travel to our offices in London and Manchester will be required (travel expenses paid when travelling to an office which is not your contracted base).

• 📹 Face to Face Interview (1 hour)
• 📲 Final Interview (45 mins)

Our Values

• Embrace being human – empathy and diversity make us stronger.
• Strive for awesome – it’s awesome when we do better every day.
• Everyone’s a builder – we’re in this together and we win as a team.
• Bravely honest – we’re honest with ourselves and everyone else.
• Think customer – they’re at the heart of everything we do.

Oodle is proud to be an inclusive workplace. We recognise diversity of experience, thoughts and backgrounds leads to better customer outcomes and an environment where our colleagues can thrive. We have several DEI networks which are made up of our Oodlers who strive to make positive impacts to our cultures.

Equal Opportunity: Oodle does not discriminate on the basis of any protected group status. This is an equal‑opportunity employer and welcomes applications from all qualified candidates.